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World-class customer experience certifications

Globally recognised. Certified by ICXI.

Globally recognised professional certifications across customer experience, employee experience and patient experience, powered by internationally published standards.

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How the Academy works

From first course to diploma.

36 programmes in 7 families, across 9 levels, with 6 assessor pathways and public-sector editions throughout.

From CX Foundation through to the five-day CX Professional Diploma, the Accredited Assessor pathways and the public-sector specialisms. Every programme is certified by ICXI.

Assessor pathways carry the additional governance-protected Accredited Assessor authorisation step.

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Tutor-led, in the classroom or online.

Delivered by ICXI Accredited Training Partners. Every course certified by ICXI.

Course catalogue

Find your programme.

Choose a family, or search the whole catalogue by name, code or topic. Every programme opens its full page; the syllabus outline opens here.

FIG 1.1 · Seven familiesChoose a family
Family 01 of 07 · 6 programmes

Foundation & Executive

Entry-level and senior-leadership awareness programmes: the front door to the Academy.

  • CXFCX FoundationFoundation · Practitioners and managers new to CX2 days
    Syllabus outlineClose the outline
    In brief
    Working knowledge of the ICXI 12 CX Pillars Framework: the foundation every other Academy programme builds on.
    Audience
    Practitioners, managers and leaders new to CX as a discipline.
    Award
    ICXI CX Foundation Certificate.
    Day 1
    The 12 CX Pillars overview; CX governance & centricity; insights & journeys.
    Day 2
    Operations & culture; AI, trust & loyalty; foundation assessment.
    Pathway
    CXF → CXJMP / CXVOC / CXMA → DiCX (Diploma) → AAT (Assessor).
  • Exec MCCX Executive Masterclass (Commercial)Executive · Senior commercial leaders1 day
    Syllabus outlineClose the outline
    In brief
    Strategic awareness for senior commercial leaders setting CX direction without delivering it day-to-day.
    Audience
    CEOs, CCOs, CMOs, COOs, NEDs and senior commercial leaders.
    Award
    ICXI Certificate of Attendance.
    Format
    Eight strategic sessions: the CX imperative, the 12 CX Pillars framework, strategic foundation, experience delivery, value and sustainability, future-proofing, the economics of experience, your CX leadership agenda.
    Outcome
    Personal CX leadership agenda: 30-day quick wins, 3-6 month priorities, 12-month transformation goal.
  • CXEMCitizen Experience Executive MasterclassExecutive · Public Sector · Senior government leaders1 day
    Syllabus outlineClose the outline
    In brief
    Strategic awareness calibrated for senior public-sector leadership: democratic accountability, statutory obligations, equity.
    Audience
    Permanent Secretaries, Director Generals, Chief Executives, Cabinet Members, NEDs, senior political appointees.
    Award
    ICXI Certificate of Attendance.
    Sessions
    Citizen experience imperative, economics of poor service, trust & public value, what good looks like (Estonia/Singapore/UAE/UK GDS/Canada), leading the CX organisation, personal CX leadership agenda.
    Pathway
    CXEM → CXPSG → DiCX.
  • CXPSGCX Practitioner: Public Sector & GovernmentPractitioner · Public Sector · Public-sector CX practitioners2 days
    Syllabus outlineClose the outline
    In brief
    Two days, nine modules: the practitioner middle tier of the public-sector trio (CXEM, CXPSG, DiCX).
    Audience
    Public-sector CX practitioners, customer-services managers, transformation leads, complaints managers, policy / performance / insight officers.
    Award
    ICXI Certified CX Practitioner (Public Sector).
    Day 1: Foundations
    The CX imperative; public value & rights; segmentation & vulnerability; citizen journey mapping; Voice of Citizen.
    Day 2: Designing & Delivering
    Human-centred & co-design; service standards & blueprinting; complaints & recovery (HEART model); measurement & business case.
    Assessment
    30 MCQ / 40 min / 70% pass.
  • CXFLUnderstanding CX in Your Frontline RoleFrontline · Frontline staff and their direct supervisors1 day
    Syllabus outlineClose the outline
    In brief
    One interactive day for the people who deliver the customer experience every day, where it is created or destroyed in the final human interaction.
    Audience
    Frontline staff and their direct supervisors, at any level of experience.
    Award
    ICXI Certificate of Completion: Understanding CX in Your Frontline Role (7 CPD hours).
    Morning
    What CX is and why it matters; how CX impacts you: emotional labour, pressure and wellbeing.
    Afternoon
    How you impact the experience; customer decision-making and Value Moments; your 30-Day CX Action Plan.
  • CXFLGUnderstanding Citizen Experience in Your Public Service RoleFrontline · Public Sector · Public-sector frontline staff and supervisors1 day
    Syllabus outlineClose the outline
    In brief
    One practical day for the public servants citizens actually meet, because to the citizen, you are the government.
    Audience
    Frontline staff in central and local government, councils, agencies and public services, and the supervisors who lead them.
    Award
    ICXI Certificate of Attendance: Citizen Experience in Public Service.
    Morning
    What citizen experience is and why it matters; how it impacts you: emotional labour, compassion fatigue and wellbeing.
    Afternoon
    How you impact the experience; citizen trust and the five Value Moments; your 30-Day Citizen Experience Action Plan.
Family 02 of 07 · 10 programmes

Core Practitioner

The applied-capability layer: measurement, VoC, journey mapping, design, value moments, AI-CX design.

  • CXMACX Measurement & AnalyticsPractitioner · CX, insight, analytics, VoC and operations leads2 days
    Syllabus outlineClose the outline
    In brief
    From data to decisions: mastering the science of CX. Nine modules across two days closing on a 30-question MCQ.
    Day 1
    Measurement imperative; core CX metrics (CSAT, NPS, CES, CLV); VoC programmes; journey measurement; complaints intelligence.
    Day 2
    Text analytics & sentiment; dashboards & data storytelling; financial analytics & ROI; predictive analytics & measurement culture.
    Award
    ICXI Certified CXMA Practitioner.
    Public-sector edition
    CXMA-PS · calibrated for citizen experience.
  • CXMA-PSCX Measurement & Analytics: Public SectorPractitioner · Public Sector · Public-sector CX, performance, complaints, analytics teams2 days
    Syllabus outlineClose the outline
    In brief
    Citizen-experience measurement and analytics calibrated for democratic accountability and statutory obligations.
    Day 1
    Measurement imperative in public services; core public-sector metrics (CSAT, CES, failure demand, SROI); Voice of the Citizen; citizen journey measurement; complaints / Ombudsman intelligence.
    Day 2
    Text analytics; dashboards & democratic accountability; value-for-money analytics; predictive analytics & measurement culture.
    Case
    Meridian Borough Council.
  • CXVOCCertified VoC PractitionerPractitioner · CX practitioners running VoC programmes2 days
    Syllabus outlineClose the outline
    In brief
    Building defensible Voice of Customer programmes: survey design, sampling, statistical rigour, closed-loop action.
    Day 1
    Introduction to VoC and the five-stage ecosystem; programme design and strategy; qualitative and quantitative methods; survey design and questionnaire development.
    Day 2
    Analysis and insight generation; journey mapping with VoC; closing the loop; programme governance and maturity; VoC technology and AI; 48-question examination.
    Public-sector edition
    CXVOC-PS · calibrated for citizen experience.
  • CXVOC-PSCertified VoC Practitioner: Public SectorPractitioner · Public Sector · Public-sector VoC and insight practitioners2 days
    Syllabus outlineClose the outline
    In brief
    The Certified VoC Practitioner reframed for government, councils and the NHS: same curriculum and credential, with public-sector channels, metrics, equity and governance.
    Day 1
    VoC in government; the 5-category stakeholder model; the public-sector case for VoC; consultations, complaints, FOI and casework; public-sector metrics; survey design with equity at the centre.
    Day 2
    Analysing public-sector VoC; citizen journey mapping; closing the loop in government; VoC governance; technology and trends; examination with 10 public-sector questions.
  • CXJMPCertified CX Journey Mapping PractitionerPractitioner · Service designers, transformation leads, CX practitioners2 days
    Syllabus outlineClose the outline
    In brief
    From research to map to improvement plan: building accountable, evidence-grade journey maps that drive change.
    Day 1: Foundations & Research
    What a journey map is; types of maps; research methods; personas; touchpoints; emotional arc.
    Day 2: Design, Facilitation & Action
    Eight components of a great map; service blueprinting; workshop facilitation; pain points & prioritisation; from map to action plan.
    Case
    Meridian Energy Services.
    Assessment
    30 MCQ / 40 min / 70% pass.
  • CXDAILCX Data Analytics & Insights LeadershipLeadership · CX Analytics · CX and insight leaders3 days
    Syllabus outlineClose the outline
    In brief
    Practical analytics leadership for CX leaders who commission, interpret and act on data, assessed by a 48-question ICXI examination.
    Audience
    Heads of CX, VoC and insight leaders, operations, digital and strategy leaders
    Award
    ICXI-certified CXDAIL credential and digital badge
    Day 1
    CX data landscape; CX metrics that matter; measurement frameworks; data sources and integration
    Day 2
    Customer journey analytics; VoC analytics; predictive analytics; CX dashboard design
    Day 3
    Data to business cases; AI and GenAI in CX analytics; data-driven culture; governance and ethics; examination
  • CXVMValue Moments PractitionerPractitioner · CX practitioners, analysts and VoC leads1 day
    Syllabus outlineClose the outline
    In brief
    Identifying, weighting and measuring the moments that disproportionately drive customer experience, with the Value Moments Performance Index (VMPI).
    Sessions
    The Value Moments concept; journey mapping and moment identification; weighting and measurement; VMPI calculation and the Improvement Quadrant; presentations and a 30-day action plan.
    Assessment
    Portfolio-based; no exam.
  • CXHAHappiness AdvantageLeadership · Leaders pursuing happiness-led performance2 days
    Syllabus outlineClose the outline
    In brief
    Translating the science of happiness into operational CX advantage: for the workforce that delivers it and the customers who feel it.
    Day 1
    The EX–CX link; why employee happiness matters; happiness and customer loyalty; building a culture of happiness; measuring what matters.
    Day 2
    Designing experiences that spark joy; training leaders to inspire happiness; Value Moments; AI, culture and crisis resilience; the 90-day Happiness Action Plan.
    Pathway
    CXHA → Wellbeing & Resilience → EXMA → IEHWS-AT.
  • DCXTDigital CX TransformationAdvanced · Digital CX · CX and digital transformation leaders3 days
    Syllabus outlineClose the outline
    In brief
    Lead customer-experience-driven digital transformation, from strategy and architecture to AI, ROI, risk and change, with 14 ready-to-use frameworks.
    Audience
    CX, digital and transformation leaders
    Award
    ICXI Digital CX Transformation Certificate
    Day 1
    Digital CX imperative; strategy design; digital customer understanding; experience architecture
    Day 2
    Transformation programme design; AI and GenAI; channel transformation and omnichannel; data-driven decisions
    Day 3
    Change management; ROI and business cases; risk, compliance and cybersecurity; sustaining excellence
  • EXCXLEmployee Experience (EX) for CX LeadersProfessional · Employee Experience · CX, HR and operations leaders3 days
    Syllabus outlineClose the outline
    In brief
    Connect employee experience to customer outcomes and leave with a 90-day EX-CX roadmap and the ICXI Certified EX for CX Practitioner credential.
    Audience
    CX, HR, operations, internal communications, learning and culture leaders, and consultants
    Award
    ICXI Certified EX for CX Practitioner, with digital badge
    Day 1
    Why EX matters for CX; understanding EX; the EX-CX mirror effect; measuring EX
    Day 2
    Employee journey mapping; service culture; internal communication and Voice of Employee; learning and career growth
    Day 3
    EX technology and digital workplace; wellbeing and inclusion; change management; EX-CX strategy; assessment
Family 03 of 07 · 3 programmes

Contact Centre

Three programmes for contact-centre and operations leaders: omnichannel, wellbeing and AI-readiness.

  • OCJSOmnichannel Customer Journey SpecialistSpecialist Practitioner · Contact Centre · Contact centre and CX ops leaders3 days
    Syllabus outlineClose the outline
    In brief
    Move from siloed channels to seamless journeys with a maturity assessment, journey map, handoff design, KPI framework and business case.
    Audience
    Contact centre and CX operations leaders
    Award
    Omnichannel Customer Journey Specialist certificate and digital badge
    Day 1
    Multichannel to omnichannel; channel maturity; cost of disconnection; Channel Strategy Canvas
    Day 2
    Journey mapping; ICXI Journey Design Framework; handoff design; technology enablers and KPIs
    Day 3
    Business case; implementation roadmap; agent skills and QA; analytics and continuous improvement
  • WRLWellbeing & Resilience LeadershipSpecialist Practitioner · Wellbeing · Contact centre leaders3 days
    Syllabus outlineClose the outline
    In brief
    Diagnose wellbeing across five dimensions, build resilience at individual, team and organisational level, and leave with a 90-day plan.
    Audience
    Contact centre and customer service leaders
    Award
    Wellbeing & Resilience Leadership Practitioner
    Day 1
    Wellbeing landscape; Wellbeing Dimensions Framework; warning signs; the leader's role
    Day 2
    Science of resilience; individual resilience; team resilience; organisational resilience
    Day 3
    Wellbeing strategy; measuring wellbeing; wellbeing culture; future-proofing
  • AICCLAI-Ready Contact Centre LeadershipSpecialist Leadership · Contact Centre · Contact centre leaders3 days
    Syllabus outlineClose the outline
    In brief
    Build AI literacy, assess readiness, design the human-AI partnership and leave with a 12-month AI roadmap for your contact centre.
    Audience
    Contact centre and operations leaders leading AI deployment
    Award
    AI-Ready Contact Centre Leadership Certificate
    Day 1
    AI landscape; AI technologies; ICXI AI Maturity Framework; readiness and vendor questions
    Day 2
    Human-AI workflows; AI-augmented KPIs; leading AI change; ethical AI governance
    Day 3
    AI roadmap; measuring AI ROI; team AI skills; future of contact centre AI
Family 04 of 07 · 6 programmes

Consulting & Maturity Assessment

Six programmes for internal consultants and maturity assessors: commercial and public-sector pairs.

  • CXCPCX Consulting ProfessionalSenior practitioner · Consulting · CX consultants and advisors5 days
    Syllabus outlineClose the outline
    In brief
    The ICXI certification for consultants who design, lead and deliver CX engagements: the 12 CX Pillars, the CX Excellence Index and the 5D Consulting Framework.
    Days 1–3
    Consulting foundations and ethics; the 12 Pillars as a diagnostic framework; VoC research; deep-dive assessment of all 12 pillars.
    Days 4–5
    Strategy, change and commercial practice; client relationships; final case-study pitch; 40-question examination.
    Public-sector edition
    CXCP-PS · calibrated for public-sector consulting.
  • CXCP-PSCX Consulting Professional: Public SectorSenior practitioner · Consulting · Public Sector · Consultants advising public bodies5 days
    Syllabus outlineClose the outline
    In brief
    The public-sector edition of CXCP, reframed for citizen experience, public value and democratic accountability.
    Days 1–3
    Public-sector consulting landscape and ethics; the 12 Pillars as a diagnostic framework; citizen voice methods; deep-dive assessment of all 12 pillars.
    Days 4–5
    Citizen experience strategy; change management in government; proposal writing and commissioning; stakeholder management; case-study pitch; 40-question examination.
  • EXMAEX Excellence Maturity AssessmentSenior practitioner · Assessor · EX maturity assessors3 days
    Syllabus outlineClose the outline
    In brief
    Expert assessment and diagnostic capability for employee experience, using the EEI EX Index: 12 strands, 120 QERE questions and a 1-5 maturity scale.
    Day 1
    Scoping the EX assessment; the EEI EX Index and QERE methodology; Strands 1–4.
    Day 2
    Running the assessment; evidence, scoring calibration and gap analysis; Strands 5–8; calibration workshop.
    Day 3
    Strands 9–12; reporting and presenting findings; 48-question certification examination.
  • GEXMAGovernment EX Excellence Maturity AssessmentAssessor · Public Sector · Public-sector EX assessors3 days
    Syllabus outlineClose the outline
    In brief
    The public-sector edition of EXMA: the EEI EX Index Government Edition, calibrated for civil servant experience, political accountability and FOI-aware reporting.
    Day 1
    Scoping the government EX assessment; the EEI EX Index Government Edition and QERE methodology; Strands 1–4.
    Day 2
    Running the government EX assessment; Strands 5–8; calibration workshop in a public body.
    Day 3
    Strands 9–12; reporting to senior civil servants and elected members; 48-question certification examination.
  • CXEMACX Excellence Maturity AssessmentSenior practitioner · Assessor · CX maturity assessors3 days
    Syllabus outlineClose the outline
    In brief
    Expert assessment and diagnostic capability for customer experience, using the EEI CX Index: 12 pillars, 120 QERE questions and a 1-5 maturity scale.
    Day 1
    Scoping the assessment engagement; the EEI CX Index and QERE methodology; Pillars 1–4.
    Day 2
    Running the assessment; evidence, scoring calibration and gap analysis; Pillars 5–8; calibration workshop.
    Day 3
    Pillars 9–12; reporting and presenting findings; 48-question certification examination.
  • GCXMAGovernment CX Maturity AssessmentAssessor · Public Sector · Public-sector CX assessors3 days
    Syllabus outlineClose the outline
    In brief
    The public-sector edition of CXEMA: the EEI CX Index Government Edition, calibrated for citizen experience, statutory accountability and FOI-aware reporting.
    Day 1
    Scoping the government assessment; the EEI CX Index Government Edition and QERE methodology; Pillars 1–4.
    Day 2
    Running the government assessment; Pillars 5–8; calibration workshop in a public body.
    Day 3
    Pillars 9–12; reporting to senior civil servants and elected members; 48-question certification examination.
Family 05 of 07 · 3 programmes

AI in CX & Digital Channels

Three programmes for the AI and digital-CX layer of the Academy.

  • RAICXResponsible AI in CXLeadership · AI · CX, digital, data, risk and compliance leaders2 days
    Syllabus outlineClose the outline
    In brief
    v2.0, AICXS2025-aligned. The leadership and deployment programme for responsible AI in customer experience.
    Day 1
    AICXS2025 architecture (10 sections / 168 criteria / 1,000 points); strategy & governance; customer impact; data & privacy; bias & fairness; transparency.
    Day 2
    Employee enablement; performance monitoring; ethical governance; CX-AI innovation; stakeholder feedback loops; Pathfinder VOC/VOE; 6-phase pathway.
    Case
    Velocity Insurance Group.
    Assessment
    48 MCQ / 60 min / 70% pass.
  • RAICX-PSResponsible AI in CX: Public SectorLeadership · AI · Public Sector · Public-sector leaders deploying AI2 days
    Syllabus outlineClose the outline
    In brief
    Public-sector edition of RAICX, aligned to AICXS2025, with the Algorithmic Transparency Recording Standard, the Equality Act and PSED, FOI and responsible AI procurement.
    Day 1
    Responsible AI in government; AI-CX strategy and procurement; ethical frameworks and AI governance; algorithmic accountability and regulation; citizen data, consent and public trust.
    Day 2
    Citizen impact, bias and equity; AI transparency and FOI; AI in the citizen journey; measuring AI-CX performance; scaling responsible AI; public-sector case study and 48-question examination.
  • DCXEXCertified Digital Channels CX Excellence PractitionerPractitioner · Digital CX · Digital, UX, product and CX leaders2 days
    Syllabus outlineClose the outline
    In brief
    Assess and improve CX across websites, apps, self-service, chatbots and other digital channels with the 12-pillar Digital Channels CX Excellence Index.
    Audience
    Digital, UX, product, CX, e-commerce and customer-services leaders
    Award
    ICXI Certified Digital Channels CX Excellence Practitioner
    Day 1
    Index architecture; leadership and governance; centricity; insights; UX; journeys and omnichannel; architecture
    Day 2
    AI and personalisation; self-service; trust and privacy; value and ROI; workforce and culture; engagement; MCQ exam
Family 06 of 07 · 6 programmes

Assessor Training

Six 2-day pathways: one per ICXI standard, plus the Government CX assessor pathway.

  • AATICXI Accredited Assessor Training (ICXS2024)Assessor · Practitioners assessing against ICXS2024:012 days
    Syllabus outlineClose the outline
    In brief
    The Accredited Assessor pathway for ICXS2024:01 (7 sections, 1,000 points, 27 MRC, the 5Ps Service Excellence Model).
    Day 1
    Standard architecture, 5-level scoring, MRC discipline, Sections 1–4 (Policies, Places & Channels, Products & Services, Processes & CJM with HVM scoring).
    Day 2
    Sections 5–7 (People, Measurement, Performance Results), Pathfinder VOC/VOE, 6-step assessment process, assessor code.
    Onward
    Authorisation as ICXI Accredited Assessor: supervised observation + annual moderation + CPD.
  • IDCXS-ATIDCXS2022:02 Assessor TrainingAssessor · Digital · Digital-CX assessors2 days
    Syllabus outlineClose the outline
    In brief
    Accredited Assessor pathway for IDCXS2022:02, the International Digital Customer Experience Standard.
    Day 1
    5Ps Digital Excellence Model; 5-level scoring; MRC discipline; Sections 1–4 (Policies, Places-Digital Channels, Digital Services, Processes & CJM).
    Day 2
    Sections 5–7 (People, Measurement, Performance Results); evidence collection; ICXI Online Assessment Tool; NovaTrust Digital Bank case.
  • IEHWS-ATIEHWS2023:01 Assessor TrainingAssessor · EX · Employee-happiness assessors2 days
    Syllabus outlineClose the outline
    In brief
    Accredited Assessor pathway for IEHWS2023:01, the International Employee Happiness & Wellbeing Standard.
    Day 1
    Vector 6 Model; 5-level scoring; 5 MRC; Sections 1–5 (Values Led Leadership, Environmental Climate, Career Control, Teamwork Led Supervision, Org Effectiveness).
    Day 2
    Sections 6–8 (Reward & Recognition, Measurement, Performance Results); Pathfinder VOE (P18/P30/P60/P90); evidence and interview techniques; BSI 6-step process.
  • AICXS-ATAICXS2025:01 Assessor TrainingAssessor · AI · AI-CX assessors2 days
    Syllabus outlineClose the outline
    In brief
    Accredited Assessor pathway for AICXS2025:01, the International AI Customer Experience Standard.
    Day 1
    10 Sections / 168 criteria / 1,000 points; AI-CX Infinity Model; 10 Pillars of Responsible & Effective AI in CX; 5-level scoring; performance levels.
    Day 2
    Pathfinder VOC/VOE; 6-phase implementation pathway; case-study moderation exercise; assessor code.
  • IPEXS-ATIPEXS2026:01 Assessor TrainingAssessor · Healthcare · Patient-experience assessors2 days
    Syllabus outlineClose the outline
    In brief
    Accredited Assessor pathway for IPEXS2026:01, the International Patient Experience Standard.
    Day 1
    PX-DNA Model; 12 sections / 279 criteria / 1,000 points; 5-level scoring; MRC for patient safety and equity; Sections 1–6.
    Day 2
    Sections 7–12; PROMs and PREMs; clinical-administrative integration; case-study moderation.
  • GCXAGovernment CX Assessor TrainingAssessor · Public Sector · Public-sector assessors2 days
    Syllabus outlineClose the outline
    In brief
    The public-sector counterpart of Accredited Assessor Training: assessing public bodies against ICXS2024 on evidence, not political promises.
    Day 1
    The assessor philosophy in government; ICXS2024 as a standard (7 sections, 5Ps, MRC); evidence not opinion; scoring with confidence.
    Day 2
    Conducting a government assessment; FOI-aware reporting; certification readiness and governance; practical case study and moderation.
Family 07 of 07 · 2 programmes

The Flagship Diplomas

Five-day diplomas: the CX Professional Diploma, the senior credential of the ICXI Academy, and the Diploma in Citizen Experience for the public sector.

  • DiCXCX Professional DiplomaDiploma · Mid-senior CX, ops, marketing, HR, IT, strategy leaders5 days
    Syllabus outlineClose the outline
    In brief
    The flagship credential of the Academy. Five days, 12 pillars, one 48-question MCQ, a recognised global standard in CX excellence.
    Day 1
    CX Strategy, Leadership & Customer Understanding (Pillars 1–3).
    Day 2
    Experience Design, Journeys & Channel Delivery (Pillars 4–6).
    Day 3
    CX Value, Culture & Operational Excellence (Pillars 7–9).
    Day 4
    AI, Trust & Long-term Loyalty (Pillars 10–12).
    Day 5
    Integration, Synthesis & Examination: case-study workshop using the ICXI CX Maturity Model + 48 MCQ / 60 min / 70% pass.
  • CEPDDiploma in Citizen ExperienceDiploma · Public Sector · Public-sector leaders, CX leads, service designers5 days
    Syllabus outlineClose the outline
    In brief
    The public-sector flagship: five days, ten domains, twenty-five modules and a 30-question applied exam, leading to the CCEP credential.
    Audience
    Directors and heads of service, citizen experience leads, service designers, policy practitioners and GovTech leaders in government and public agencies.
    Award
    ICXI Diploma in Citizen Experience and the Certified Citizen Experience Professional (CCEP) credential.
    Day 1
    Foundations of Citizen Experience: public value, trust and citizen rights, the DiCX Framework, digital government.
    Day 2
    Understanding Citizens: segmentation, vulnerability and inclusion, journey mapping, Voice of Citizen, satisfaction and trust.
    Day 3
    Designing Citizen Services: human-centred design, co-design, channel strategy, service standards, blueprinting.
    Day 4
    Delivering Citizen Service Excellence: culture, frontline excellence, complaints and redress, service recovery, performance.
    Day 5
    Leading Transformation: CX strategy, stakeholders, change, innovation and AI, the business case; CCEP examination.

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